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1004 lines
50 KiB
1004 lines
50 KiB
<?php |
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/* * ************************************************************************* |
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* |
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* Metricas Diaria por Serviço |
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* Autor |
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* Lucas Awade |
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* |
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* ************************************************************************* |
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Definições do Projeto |
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Nome: RelMetricasDiariaServ |
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Data início: 23/08/2018 |
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Equipe: Amarildo Pereira |
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Descrição: |
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Este relatório tem a finalidade de agregar valores e gerar resultados |
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em outros afins, com isso são utilizadas formulas para a construção dos |
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mesmos. |
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Formulas: |
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-> Índice Nível de serviço [INS]: |
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É calculado pela relação entre chamadas atendidas até 30s pela soma |
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total das chamadas atendidas no pa + o total de abandonadas. |
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atendidas_30 / (atendidas-pa + abandonadas) * 100.0; |
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$atendida30Total = $atendidas30; |
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$atdPaAbd = $atendidas + $abandonadas; |
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$ins = $atdPaAbd > 0 ? ($atendida30Total / $atdPaAbd) * 100.0 : 0; |
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$ins = round($ins, 2); //NS |
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-> Indice de abandono [IAB]: |
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É o simples percentual de chamadas abandonadas em relacao as ofereciadas. |
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$iab = $oferTotal > 0 ? ($abdTotal / $oferTotal) * 100.0 : 0; |
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$iab = round($iab, 2); |
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-> Indice de Atendimento [IA]: |
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É o percentual de chamadas que foram atendidas ser ficar em espera em |
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realação ao total de chamdas oferecidas na fila. |
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$abdEspera = $abdTotal + $espera; |
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$ia = !$oferTotal ? 0 : (($oferTotal - $abdEspera) * 100.0) / $oferTotal; |
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$ia = round($ia, 2); |
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* ************************************************************************* |
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* Copyright (c) 2018, Simples IP |
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* ************************************************************************ */ |
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include_once 'util/relatoriosBase.php'; |
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class RelMetricasDiariaServ extends Relatorios { |
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private $___servico; |
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private $___tmpGrid; |
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private $___tmpSla; |
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public function __construct($idProg, $dbcon, $incDac) { |
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parent::__construct($idProg, $dbcon, $incDac); |
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$this->___dac = isset($_POST['listaDacs']) ? $_POST['listaDacs'] : 0; |
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$this->___servico = isset($_POST["listaServico"]) ? $_POST["listaServico"] : 0; |
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$this->___tmpGrid = isset($_POST["tmpGrid"]) ? $_POST["tmpGrid"] : 30; |
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$this->___tmpSla = isset($_POST["tmpSla"]) ? $_POST["tmpSla"] : 30; |
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} |
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function ___FiltrosRelatorio() { |
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global $dbcon; |
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if ($this->___media != MEDIA_PRINT_GRID) { |
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/* |
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* Recupera os filtros da sess�o do usu�rio. |
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*/ |
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list($this->___dac, $this->___dataIni, $this->___dataFim, $this->___tipoRelatorio) = $_SESSION["SSstorageFiltros"]; |
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if ($this->___media == MEDIA_PRINT_HTML) { |
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$fila = $this->GetIncDac() ? 'Fila: ' . GetDacDesc($this->GetDbCon(), $this->GetIdProg() . ' ') : ''; |
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return sprintf("%sData Inicial: %s Data Final: %s Tipo: %s", $fila, $this->___dataIni, $this->___dataFim, ($this->___tipoRelatorio ? 'Analítico' : 'Sintético')); |
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} |
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$fltCsv = array(); |
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if ($this->GetIncDac()) { |
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$fltCsv[] = 'Fila:' . GetDacDesc($this->GetDbCon(), $this->___dac); |
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} |
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$fltCsv[] = "Data Inicial:" . $this->___dataIni; |
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$fltCsv[] = "Data Final:" . $this->___dataFim; |
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$fltCsv[] = "Data Emissao:" . date('d/m/Y H:i:s'); |
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$fltCsv[] = "Emitido Por:" . GetLogin(); |
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return $fltCsv; |
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} |
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if ($this->GetIncDac()) { |
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$dacs = GetDac($this->GetDbCon(), $this->___dac, "", 0, 1, 0, 0, 1); |
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} |
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$lkPrint = ""; |
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if ($this->___dataCount) { |
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$prt = '<a href="index.php?idProg=%s&media=%s&tipoRelatorio=%s"><img src="imgSite/%s" alt="Clique aqui para imprimir!" width="24" height="24" border="0"></a>'; |
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$prtHtml = "<a href=\"javaScript:NovaJanela('index.php?idProg=%s&media=%s&tipoRelatorio=%s', '%s', '720', '700', 'scrollbars=YES');\"><img src=\"imgSite/%s\" alt=\"Clique aqui para imprimir!\" width=\"24\" height=\"24\" border=\"0\"></a>"; |
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$lkPrint .= sprintf($prtHtml, $this->GetidProg(), MEDIA_PRINT_HTML, $this->___tipoRelatorio, substr(LimpaString(GetDispProgSel($this->GetIdProg())), 0, 20), 'print.gif'); |
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$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_EXCEL, $this->___tipoRelatorio, 'prt-xls.png'); |
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$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_PDF, $this->___tipoRelatorio, 'prt-pdf.png'); |
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$lkPrint .= sprintf($prt, $this->GetidProg(), MEDIA_PRINT_CSV, $this->___tipoRelatorio, 'prt-csv.png'); |
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} |
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$tipoRel = !$this->___tipoRelatorio ? '' : 'checked="checked"'; |
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/* |
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* Personalise esta fun��o se necessitar de outras op��es de filtro. |
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*/ |
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$filtro = '<table border="0" cellspacing="1" cellpadding="1">'; |
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/* |
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* Rotulos. |
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*/ |
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$filtro .= '<tr>'; |
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if ($this->GetIncDac()) |
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$filtro .= '<td>Fila</td>'; |
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$filtro .= '<td>Data Inicial</td>'; |
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$filtro .= '<td>Data Final </td>'; |
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$filtro .= '<td>Serviço</td>'; |
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$filtro .= '<td>Tempo Grid</td>'; |
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$filtro .= '<td>Tempo Sla</td>'; |
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$filtro .= '<td align="center" valign="middle"> </td>'; |
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$filtro .= '</tr>'; |
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/* |
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* Valores. |
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*/ |
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$filtro .= '<tr>'; |
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if ($this->GetIncDac()) |
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$filtro .= sprintf('<td>%s</td>', $dacs); |
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$filtro .= '<td><input name="dataIni" id="dataIni" type="text" size="15" maxlength="10" value="%s" onkeyup="formataData(this)" title="dd/mm/aaaa"></td>'; |
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$filtro .= '<td><input name="dataFim" id="dataFim" type="text" size="15" maxlength="10" value="%s" onkeyup="formataData(this)" title="dd/mm/aaaa"></td>'; |
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$filtro .= sprintf('<td>%s</td>', GetIdentRota($dbcon, $this->___servico)); |
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$filtro .= sprintf('<td>%s</td>', GetTempo($dbcon, "tmpGrid", "Minutos", $this->___tmpGrid)); |
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$filtro .= sprintf('<td>%s</td>', GetTempo($dbcon, "tmpSla", "Segundos", $this->___tmpSla)); |
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$filtro .= '<td><input type="submit" name="btConsulta" id="btConsulta" value="Consultar"></td>'; |
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$filtro .= '<td>%s</td>'; |
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$filtro .= '</tr>'; |
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$filtro .= '</table>'; |
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/* |
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* Guarda os filtros passados para recuperar na emiss�o dos relat?ios para impress�o. |
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*/ |
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$_SESSION["SSstorageFiltros"] = array($this->___dac, $this->___dataIni, $this->___dataFim, $this->___tipoRelatorio); |
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return sprintf($filtro, $this->___dataIni, $this->___dataFim, $lkPrint); |
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} |
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protected function ___GetDadosDb() { |
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$sla = $this->___tmpSla; |
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$tmp = $this->___tmpGrid; |
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$dataIni = FormatDtMssql($this->___dataIni); |
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$dataFim = FormatDtMssql($this->___dataFim); |
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//$dataCorte = GetDataRelatorio(); |
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$dac = $this->___dac; |
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$servico = $this->___servico; |
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$query = "SELECT HORA_INI |
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,case when(HORA_FIM = '23:59:59.999')then '00:00:00' else HORA_FIM end as HORA_FIM |
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,OFERECIDAS,ATENDIDAS_URA,TRANSBORDANDO,TRANSBORDADA,ABANDONADAS |
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,ATENDIDAS_RAMAL,ATENDIDAS_PA,ATENDIDAS_30,TRANSFERIDAS,ESPERA |
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,round( CASE WHEN(ESPERA = 0)THEN 0 ELSE (TEMPO_ESPERA / ESPERA) END ) * INTERVAL '1 SECOND' AS TME |
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,round( CASE WHEN(ATENDIDAS_PA = 0)THEN 0 ELSE (TEMPO_ATENDIMENTO / ATENDIDAS_PA)END) * INTERVAL '1 SECOND' AS TMA |
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,round(CASE WHEN(ABANDONADAS = 0)THEN 0 ELSE (TEMPO_ABANDONO / ABANDONADAS) END) * INTERVAL '1 SECOND' AS TMAB |
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,(CASE WHEN((ATENDIDAS_PA::FLOAT + ABANDONADAS::FLOAT) = 0)THEN 0 ELSE ATENDIDAS_30::FLOAT / (ATENDIDAS_PA::FLOAT + ABANDONADAS::FLOAT) END * 100)::numeric(5,2) as INB |
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,(CASE WHEN(OFERECIDAS::FLOAT = 0)THEN 0 ELSE (ABANDONADAS::FLOAT / OFERECIDAS::FLOAT) END * 100)::numeric(5,2) as IAB |
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,(CASE WHEN(OFERECIDAS::FLOAT = 0)THEN 0 ELSE (OFERECIDAS::FLOAT - (ABANDONADAS::FLOAT + ESPERA::FLOAT)) / OFERECIDAS::FLOAT * 100.0 END )::numeric(5,2) as IA |
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,0 AS OCUPADAS,0 AS RECEBIDAS_PESSOALMENTE,0 AS ATENDIMENTO_URA |
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,0 AS ICO,TEMPO_ESPERA,TEMPO_ATENDIMENTO,TEMPO_ABANDONO,SERV_ID |
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FROM ( |
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SELECT serv_id,hora_ini,hora_fim |
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,SUM (CASE WHEN EVENTO = 'ENTERQUEUE' THEN 1 ELSE 0 END) AS OFERECIDAS |
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,SUM (CASE WHEN (EVENTO = 'ENTERQUEUE') AND (URA > 0) THEN 1 ELSE 0 END) AS ATENDIDAS_URA |
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,SUM (CASE WHEN EVENTO = 'ABANDON' THEN 1 ELSE 0 END) AS ABANDONADAS |
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND (SUBSTRING(AGENTE,1,5) = 'Agent') THEN 1 ELSE 0 END) AS ATENDIDAS_PA |
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND (SUBSTRING(AGENTE,1,5) <> 'Agent') THEN 1 ELSE 0 END) AS ATENDIDAS_RAMAL |
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER','TRANSFER') AND (strtoint(param1) <= '$sla') AND (SUBSTRING(AGENTE,1,5) = 'Agent') THEN 1 ELSE 0 END) AS ATENDIDAS_30 |
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,SUM (CASE WHEN EVENTO IN ('TRANSFER') THEN 1 ELSE 0 END) AS TRANSFERIDAS |
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,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN 1 ELSE 0 END) AS ESPERA |
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,SUM (CASE WHEN EVENTO IN ('CONNECT') AND strtoint(param1) > '3' THEN strtoint(param1) ELSE 0 END) AS TEMPO_ESPERA |
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,SUM (CASE WHEN EVENTO IN ('COMPLETEAGENT','COMPLETECALLER') THEN strtoint(param2) ELSE 0 END) AS TEMPO_ATENDIMENTO |
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,SUM (CASE WHEN( (EVENTO = 'ABANDON') ) THEN strtoint(param3) ELSE 0 END) AS TEMPO_ABANDONO |
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,SUM (CASE WHEN EVENTO IN ('TRANSBORDANDO') THEN 1 ELSE 0 END) AS TRANSBORDANDO |
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,SUM (CASE WHEN EVENTO IN ('TRANSBORDADO') THEN 1 ELSE 0 END) AS TRANSBORDADA |
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FROM ( |
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SELECT s.serv_id,c.hora_ini,c.hora_fim,a.calldate,b.fila |
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,b.agente,b.evento,b.param1,b.param2,b.param3,b.param4,0 as ura |
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FROM ( select hora_ini, hora_fim from pbx_hora_meta where tempo = $tmp ) c |
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INNER JOIN pbx_bilhetes a on cast(a.calldate as time) >= c.hora_ini and cast(a.calldate as time) < c.hora_fim |
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INNER JOIN pbx_eventos_dacs b on b.uid2 = a.uniqueid |
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INNER JOIN pbx_dacs d on d.nome = b.fila |
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INNER JOIN pbx_servicos_registra s on s.uniqueid = b.uid2 |
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WHERE b.evento in ('ABANDON','COMPLETEAGENT','COMPLETECALLER', 'CONNECT','ENTERQUEUE','TRANSFER', 'TRANSBORDANDO', 'TRANSBORDADO') |
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AND a.lastapp <> 'Transferred Call' |
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AND a.data_bilhete >= '$dataIni' |
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AND a.data_bilhete <= '$dataFim' |
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AND d.id = '$dac'"; |
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if ($servico) { |
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$query .= " AND s.serv_id = '$servico' "; |
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} |
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$query .= " ) AS dados |
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GROUP BY serv_id, hora_ini, hora_fim |
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) AS dados |
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ORDER BY 26,1,2"; |
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/** * **************************************************************** |
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* |
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* QUERY DE TOTALIZAÇÃO |
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* |
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* ***************************************************************** */ |
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$totalQuery = "SELECT 'Chamadas Abandonadas' as tipo |
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,SUM (CASE WHEN( (strtoint(param3) <= 10)) THEN 1 ELSE 0 END) as ATE_10 |
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,SUM (CASE WHEN( (strtoint(param3) > 10) AND (strtoint(param3) <= 20) ) THEN 1 ELSE 0 END) as ATE_20 |
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,SUM (CASE WHEN( (strtoint(param3) > 20) AND (strtoint(param3) <= 30) ) THEN 1 ELSE 0 END) as ATE_30 |
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,SUM (CASE WHEN( (strtoint(param3) > 30) AND (strtoint(param3) <= 60) ) THEN 1 ELSE 0 END) as ATE_60 |
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,SUM (CASE WHEN( (strtoint(param3) > 60) AND (strtoint(param3) <= 120) ) THEN 1 ELSE 0 END) as ATE_120 |
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,SUM (CASE WHEN( (strtoint(param3) > 120) AND (strtoint(param3) <= 180) ) THEN 1 ELSE 0 END) as ATE_180 |
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,SUM (CASE WHEN( (strtoint(param3) > 180) AND (strtoint(param3) <= 300) ) THEN 1 ELSE 0 END) as ATE_300 |
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,SUM (CASE WHEN( (strtoint(param3) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR |
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FROM ( |
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SELECT |
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to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,b.evento,b.param1,b.param2,b.param3,b.param4 |
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FROM pbx_eventos_dacs b INNER JOIN pbx_bilhetes a on a.uniqueid = b.uid2 and a.lastapp <> 'Transferred Call' |
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INNER JOIN pbx_dacs d on d.nome = b.fila |
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INNER JOIN pbx_servicos_registra s on s.uniqueid = b.uid2 |
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WHERE b.evento = 'ABANDON' |
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AND a.data_bilhete >= '$dataIni' |
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AND a.data_bilhete <= '$dataFim' |
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AND d.id = '$dac'"; |
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if ($servico) { |
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$totalQuery .= " AND s.serv_id = '$servico'"; |
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} |
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$totalQuery .= " ) AS DADOS |
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UNION ALL |
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SELECT 'Chamadas Atendidas' as tipo |
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,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10 |
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,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20 |
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,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30 |
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,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60 |
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,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120 |
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,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180 |
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,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300 |
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,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR |
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FROM ( |
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SELECT |
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to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,b.evento,b.param1,b.param2,b.param3,b.param4 |
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FROM pbx_eventos_dacs b INNER JOIN pbx_bilhetes a on a.uniqueid = b.uid2 and a.lastapp <> 'Transferred Call' |
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INNER JOIN pbx_dacs d on d.nome = b.fila |
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INNER JOIN pbx_servicos_registra s on s.uniqueid = b.uid2 |
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WHERE b.evento IN ('COMPLETEAGENT','COMPLETECALLER') |
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AND a.data_bilhete >= '$dataIni' |
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AND a.data_bilhete <= '$dataFim' |
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AND d.id = '$dac'"; |
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if ($servico) { |
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$totalQuery .= " AND s.serv_id = '$servico'"; |
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} |
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$totalQuery .= " ) AS DADOS |
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UNION ALL |
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SELECT 'Chamadas em Espera' as tipo |
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,SUM (CASE WHEN( (strtoint(param1) <= 10)) THEN 1 ELSE 0 END) as ATE_10 |
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,SUM (CASE WHEN( (strtoint(param1) > 10) AND (strtoint(param1) <= 20) ) THEN 1 ELSE 0 END) as ATE_20 |
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,SUM (CASE WHEN( (strtoint(param1) > 20) AND (strtoint(param1) <= 30) ) THEN 1 ELSE 0 END) as ATE_30 |
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,SUM (CASE WHEN( (strtoint(param1) > 30) AND (strtoint(param1) <= 60) ) THEN 1 ELSE 0 END) as ATE_60 |
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,SUM (CASE WHEN( (strtoint(param1) > 60) AND (strtoint(param1) <= 120) ) THEN 1 ELSE 0 END) as ATE_120 |
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,SUM (CASE WHEN( (strtoint(param1) > 120) AND (strtoint(param1) <= 180) ) THEN 1 ELSE 0 END) as ATE_180 |
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,SUM (CASE WHEN( (strtoint(param1) > 180) AND (strtoint(param1) <= 300) ) THEN 1 ELSE 0 END) as ATE_300 |
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,SUM (CASE WHEN( (strtoint(param1) > 300) ) THEN 1 ELSE 0 END) as ATE_MAIOR |
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FROM ( |
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SELECT |
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to_char(a.calldate,'YYYY-MM-DD') AS DATA, a.calldate,b.fila,b.evento,b.param1,b.param2,b.param3,b.param4 |
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FROM pbx_eventos_dacs b INNER JOIN pbx_bilhetes a on a.uniqueid = b.uid2 and a.lastapp <> 'Transferred Call' |
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INNER JOIN pbx_dacs d on d.nome = b.fila |
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INNER JOIN pbx_servicos_registra s on s.uniqueid = b.uid2 |
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WHERE b.evento IN ('CONNECT') |
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AND strtoint(param1) > 3 |
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AND a.data_bilhete >= '$dataIni' |
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AND a.data_bilhete <= '$dataFim' |
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AND d.id = '$dac'"; |
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if ($servico) { |
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$totalQuery .= " AND s.serv_id = '$servico'"; |
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} |
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$totalQuery .= " ) AS DADOS ORDER BY 1"; |
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$result = $this->___GetQuery($query); |
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$row = pg_fetch_all($result); |
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$this->SetData($row ? $row : array()); |
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$totalResult = $this->___GetQuery($totalQuery); |
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$totalRow = pg_fetch_all($totalResult); |
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$this->SetData($totalRow ? $totalRow : array()); |
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} |
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protected function ___PreparaCsv() { |
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$dataRel = array(); |
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$filtro = $this->___FiltrosRelatorio(); |
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$dataRel[] = GenerateCsvFromArray($filtro); |
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$dadosCabecalio = array( |
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"Servico", "$this->___dataIni" . ' - ' . "$this->___dataFim", |
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'Fila', 'Transbordo Entrada', 'Transbordo Saida', 'Abandonadas', 'Atendidas Ramal', 'Atendidas PA', |
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'Atendidas Ate 30', 'Transferidas', 'Espera', 'TME', 'PA', 'Abandono', 'NS', 'IAB', 'IA' |
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); |
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$dadosField = array( |
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'serv_id', 'data', 'oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_ramal', |
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'atendidas_pa', 'atendidas_30', 'transferidas', 'espera', 'tme', 'tma', 'tmab', 'inb', 'iab', 'ia' |
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); |
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$dataRel[] = GenerateCsvFromArray($dadosCabecalio); |
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$somaReg = 0; |
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$somaFila = 0; |
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$somaTransbordada = 0; |
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$somaTransbordando = 0; |
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$somaAbandonadas = 0; |
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$somaAtendRamal = 0; |
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$somaAtendPA = 0; |
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$somaAtend30 = 0; |
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$somaTransferidas = 0; |
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$somaEspera = 0; |
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$somaOriginadasPA = 0; |
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foreach ($this->GetData()[0] as $row) { |
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$somaReg ++; |
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$somaFila += $row['oferecidas']; |
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$somaTransbordada += $row['transbordada']; |
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$somaTransbordando += $row['transbordando']; |
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$somaAbandonadas += $row['abandonadas']; |
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$somaAtendRamal += $row['atendidas_ramal']; |
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$somaAtendPA += $row['atendidas_pa']; |
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$somaAtend30 += $row['atendidas_30']; |
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$somaTransferidas += $row['transferidas']; |
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$somaEspera += $row['espera']; |
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$somaOriginadasPA += $row['originadas_pa']; |
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$somaTempoEspera += $row['tempo_espera']; |
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$somaTempoAtendimento += $row['tempo_atendimento']; |
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$somaTempoAbandono += $row['tempo_abandono']; |
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// Formata linha de dados. |
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$linha = array(); |
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foreach ($dadosField as $value) { |
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if ($value == 'data') { |
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$linha[] = $row['hora_ini'] . ' as ' . $row['hora_fim']; |
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} else { |
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$linha[] = $row["$value"]; |
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} |
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} |
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$dataRel[] = GenerateCsvFromArray($linha); |
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} |
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|
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera, 0) : 0); |
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA, 0) : 0); |
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas, 0) : 0); |
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0; |
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0; |
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0; |
|
|
|
$dataRel[] = GenerateCsvFromArray(array('Media', '-', round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME, $somaPA, $somaAbandono, round($mediaNS, 2), round($mediaIAB, 2), round($mediaIA, 2))); |
|
$dataRel[] = GenerateCsvFromArray(array('Total', '-', $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, ' - ', ' - ', ' - ', ' - ', ' - ', ' - ')); |
|
$dataRel[] = GenerateCsvFromArray(array('')); |
|
|
|
$totalCabecalio = array( |
|
"Tempo de Espera", |
|
"TE <= 10", |
|
'10 < TE <= 20', |
|
'20 < TE <= 30', |
|
'30 < TE <= 60', |
|
'60 < TE <= 120', |
|
'120 < TE <= 180', |
|
'180 < TE <= 300', |
|
'300 < TE', |
|
'Total' |
|
); |
|
$totalField = array( |
|
'tipo', |
|
'ate_10', |
|
'ate_20', |
|
'ate_30', |
|
'ate_60', |
|
'ate_120', |
|
'ate_180', |
|
'ate_300', |
|
'ate_maior', |
|
'total' |
|
); |
|
|
|
$dataRel[] = GenerateCsvFromArray($totalCabecalio); |
|
|
|
foreach ($this->GetData()[1] as $row) { |
|
$row['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior']; |
|
// Formata linha de dados. |
|
$linha = array(); |
|
foreach ($totalField as $value) { |
|
$linha[] = $row["$value"]; |
|
} |
|
|
|
$dataRel[] = GenerateCsvFromArray($linha); |
|
} |
|
|
|
$dataRel[] = GenerateCsvFromArray(array('')); |
|
$dataRel[] = GenerateCsvFromArray(array('NS', 'IAB', 'IA')); |
|
$dataRel[] = GenerateCsvFromArray(array('Nivel de Servico', 'Indice de Abandono', 'Indice de Atendimento')); |
|
$this->___dataRel[] = $dataRel; |
|
} |
|
|
|
protected function ___PreparaExcel() { |
|
$nomeDac = ""; |
|
$dataRel = array(); |
|
$dataAgrup = array(); |
|
$filtro = $this->___FiltrosRelatorio(); |
|
|
|
/* |
|
* Inicia o relatório. |
|
*/ |
|
|
|
/* |
|
* Cria os filtros |
|
*/ |
|
$linha = array('LABEL'); |
|
foreach ($filtro as $values) { |
|
list($label, $value) = explode(":", $values); |
|
$linha[] = $label; |
|
} |
|
$dataRel[] = $linha; |
|
|
|
$linha = array('DADOS'); |
|
foreach ($filtro as $values) { |
|
list($label, $value) = explode(":", $values); |
|
$linha[] = $value; |
|
} |
|
|
|
$dataRel[] = $linha; |
|
|
|
$dadosCabecalio = array( |
|
"Servico", "$this->___dataIni" . ' - ' . "$this->___dataFim", |
|
'Fila', 'Transbordo Entrada', 'Transbordo Saida', 'Abandonadas', 'Atendidas Ramal', 'Atendidas PA', |
|
'Atendidas Ate 30', 'Transferidas', 'Espera', 'TME', 'PA', 'Abandono', 'NS', 'IAB', 'IA' |
|
); |
|
$dadosField = array( |
|
'serv_id', 'data', 'oferecidas', 'transbordada', 'transbordando', 'abandonadas', 'atendidas_ramal', |
|
'atendidas_pa', 'atendidas_30', 'transferidas', 'espera', 'tme', 'tma', 'tmab', 'inb', 'iab', 'ia' |
|
); |
|
|
|
$linha = array('LABEL'); |
|
foreach ($dadosCabecalio as $value) { |
|
$linha[] = $value; |
|
} |
|
$dataRel[] = $linha; |
|
|
|
$somaReg = 0; |
|
$somaFila = 0; |
|
$somaTransbordada = 0; |
|
$somaTransbordando = 0; |
|
$somaAbandonadas = 0; |
|
$somaAtendRamal = 0; |
|
$somaAtendPA = 0; |
|
$somaAtend30 = 0; |
|
$somaTransferidas = 0; |
|
$somaEspera = 0; |
|
$somaOriginadasPA = 0; |
|
|
|
|
|
foreach ($this->GetData()[0] as $row) { |
|
$somaReg ++; |
|
$somaFila += $row['oferecidas']; |
|
$somaTransbordada += $row['transbordada']; |
|
$somaTransbordando += $row['transbordando']; |
|
$somaAbandonadas += $row['abandonadas']; |
|
$somaAtendRamal += $row['atendidas_ramal']; |
|
$somaAtendPA += $row['atendidas_pa']; |
|
$somaAtend30 += $row['atendidas_30']; |
|
$somaTransferidas += $row['transferidas']; |
|
$somaEspera += $row['espera']; |
|
$somaOriginadasPA += $row['originadas_pa']; |
|
|
|
$somaTempoEspera += $row['tempo_espera']; |
|
$somaTempoAtendimento += $row['tempo_atendimento']; |
|
$somaTempoAbandono += $row['tempo_abandono']; |
|
|
|
$linha = array('DADOS'); |
|
foreach ($dadosField as $key) { |
|
if ($key == 'data') { |
|
$linha[] = $row['hora_ini'] . ' as ' . $row['hora_fim']; |
|
} else { |
|
$linha[] = $row["$key"]; |
|
} |
|
} |
|
$dataRel[] = $linha; |
|
} |
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera, 0) : 0); |
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA, 0) : 0); |
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas, 0) : 0); |
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0; |
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0; |
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0; |
|
|
|
$dataRel[] = array('LABEL', 'Media', '-', round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME, $somaPA, $somaAbandono, round($mediaNS, 2), round($mediaIAB, 2), round($mediaIA, 2)); |
|
$dataRel[] = array('LABEL', 'Total', '-', $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, '-', ' - ', ' - ', ' - ', ' - ', ' - '); |
|
$dataRel[] = array('DADOS', ''); |
|
|
|
$totalCabecalio = array( |
|
"Tempo de Espera", |
|
"TE <= 10", |
|
'10 < TE <= 20', |
|
'20 < TE <= 30', |
|
'30 < TE <= 60', |
|
'60 < TE <= 120', |
|
'120 < TE <= 180', |
|
'180 < TE <= 300', |
|
'300 < TE', |
|
'Total' |
|
); |
|
$totalField = array( |
|
'tipo', |
|
'ate_10', |
|
'ate_20', |
|
'ate_30', |
|
'ate_60', |
|
'ate_120', |
|
'ate_180', |
|
'ate_300', |
|
'ate_maior', |
|
'total' |
|
); |
|
$linha = array('LABEL'); |
|
foreach ($totalCabecalio as $value) { |
|
$linha[] = $value; |
|
} |
|
$dataRel[] = $linha; |
|
|
|
foreach ($this->GetData()[1] as $row) { |
|
$row['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior']; |
|
|
|
$linha = array('DADOS'); |
|
foreach ($totalField as $key) { |
|
$linha[] = $row["$key"]; |
|
} |
|
$dataRel[] = $linha; |
|
} |
|
|
|
$dataRel[] = array('DADOS', ''); |
|
$dataRel[] = array('LABEL', 'NS', 'IAB', 'IA'); |
|
$dataRel[] = array('DADOS', 'Nivel de Servico', 'Indice Abandonadas', 'Indice Atendimento'); |
|
|
|
$this->___dataRel[] = $dataRel; |
|
} |
|
|
|
protected function ___PreparaGrid() { |
|
$dataRel = array(); |
|
|
|
$dadosCabecalio = array( |
|
'Serviço' => 'align="center"', |
|
"$this->___dataIni" . ' - ' . "$this->___dataFim" => 'align="center"', |
|
'Fila' => 'align="center"', |
|
'Transbordo Entrada' => 'align="center"', |
|
'Transbordo Saída' => 'align="center"', |
|
'Abandonadas' => 'align="center"', |
|
'Atendidas Ramal' => 'align="center"', |
|
'Atendidas PA' => 'align="center"', |
|
'Atendidas Até 30' => 'align="center"', |
|
'Transferidas' => 'align="center"', |
|
'Espera' => 'align="center"', |
|
'TME' => 'align="center"', |
|
'PA' => 'align="center"', |
|
'Abandono' => 'align="center"', |
|
'NS' => 'align="center"', |
|
'IAB' => 'align="center"', |
|
'IA' => 'align="center"' |
|
); |
|
$dadosField = array( |
|
'serv_id' => 'align="center"', |
|
'data' => 'align="center"', |
|
'oferecidas' => 'align="center"', |
|
'transbordada' => 'align="center"', |
|
'transbordando' => 'align="center"', |
|
'abandonadas' => 'align="center"', |
|
'atendidas_ramal' => 'align="center"', |
|
'atendidas_pa' => 'align="center"', |
|
'atendidas_30' => 'align="center"', |
|
'transferidas' => 'align="center"', |
|
'espera' => 'align="center"', |
|
'tme' => 'align="center"', |
|
'tma' => 'align="center"', |
|
'tmab' => 'align="center"', |
|
'inb' => 'align="center"', |
|
'iab' => 'align="center"', |
|
'ia' => 'align="center"' |
|
); |
|
|
|
/* |
|
* Inicia o relatório. |
|
*/ |
|
$dataRel[] = '<table width="100%" cellpadding="2" class="grid">'; |
|
|
|
/* |
|
* Monta a linha de cabecalio. |
|
*/ |
|
|
|
$linha = '<tr>'; |
|
$linha .= sprintf( |
|
"<th colspan=\"2\" align=\"center\">%s</th>" |
|
. "<th colspan=\"9\">Total Chamadas</th>" |
|
. "<th colspan=\"3\">Tempo Médio (Segundos)</th>" |
|
. "<th colspan=\"3\"></th>", ucfirst(strftime_('%B', strtotime(FormatDtMssql($this->___dataIni))))); |
|
$linha .= "</tr>"; |
|
$dataRel[] = $linha; |
|
|
|
/* |
|
* Verifica se retornou dados |
|
*/ |
|
if (!IsPostBack() || !count($this->GetData()[0])) { |
|
$dataRel[] = sprintf("<tr><td align=\"center\" colspan=\"%s\">%s</td></tr></table>", count($dadosCabecalio) - 1 , (!IsPostBack() ? 'Informe os parametros e clique em consultar!' : 'Nenhum registro encontado!')); |
|
$this->___dataRel[] = $dataRel; |
|
return; |
|
} |
|
|
|
$linhaC = "<tr>"; |
|
foreach ($dadosCabecalio as $key => $value) { |
|
$linhaC .= sprintf("<th %s>%s</th>", $value, $key); |
|
} |
|
$linhaC .= "</tr>"; |
|
$dataRel[] = $linhaC; |
|
|
|
$somaReg = 0; |
|
$somaFila = 0; |
|
$somaTransbordada = 0; |
|
$somaTransbordando = 0; |
|
$somaAbandonadas = 0; |
|
$somaAtendRamal = 0; |
|
$somaAtendPA = 0; |
|
$somaAtend30 = 0; |
|
$somaTransferidas = 0; |
|
$somaEspera = 0; |
|
$somaOriginadasPA = 0; |
|
|
|
$somaTempoEspera = 0; |
|
$somaTempoAtendimento = 0; |
|
$somaTempoAbandono = 0; |
|
|
|
$ultServ = ""; |
|
|
|
/* |
|
* Linhas de dados. |
|
*/ |
|
foreach ($this->GetData()[0] as $row) { |
|
|
|
$somaFila += $row['oferecidas']; |
|
$rowFila += $row['oferecidas']; |
|
|
|
$somaTransbordada += $row['transbordada']; |
|
$rowTransbordada += $row['transbordada']; |
|
|
|
$somaTransbordando += $row['transbordando']; |
|
$rowTransbordando += $row['transbordando']; |
|
|
|
$somaAbandonadas += $row['abandonadas']; |
|
$rowAbandonadas += $row['abandonadas']; |
|
|
|
$somaAtendRamal += $row['atendidas_ramal']; |
|
$rowAtendRamal += $row['atendidas_ramal']; |
|
|
|
$somaAtendPA += $row['atendidas_pa']; |
|
$rowAtendPA += $row['atendidas_pa']; |
|
|
|
$somaAtend30 += $row['atendidas_30']; |
|
$rowAtend30 += $row['atendidas_30']; |
|
|
|
$somaTransferidas += $row['transferidas']; |
|
$rowTransferidas += $row['transferidas']; |
|
|
|
$rowEspera += $row['espera']; |
|
$somaEspera += $row['espera']; |
|
|
|
$somaOriginadasPA += $row['originadas_pa']; |
|
|
|
$somaTempoEspera += $row['tempo_espera']; |
|
$somaTempoAtendimento += $row['tempo_atendimento']; |
|
$somaTempoAbandono += $row['tempo_abandono']; |
|
|
|
$linha = "<tr>"; |
|
if ($somaReg > 0) { |
|
if ($ultServ != $row['serv_id']) { |
|
$linha .= sprintf("<tr><th colspan=\"2\">Total [ $ultServ ]</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th colspan=\"6\"></th></tr>", $rowFila - $row['oferecidas'], $rowTransbordada - $row['transbordada'], $rowTransbordando - $row['transbordando'], $rowAbandonadas - $row['abandonadas'], $rowAtendRamal - $row['atendidas_ramal'], $rowAtendPA - $row['atendidas_pa'], $rowAtend30 - $row['atendidas_30'], $rowTransferidas - $row['transferidas'], $rowEspera - $row['espera']); |
|
$rowFila = $row['oferecidas']; |
|
$rowTransbordada = $row['transbordada']; |
|
$rowTransbordando = $row['transbordando']; |
|
$rowAbandonadas = $row['abandonadas']; |
|
$rowAtendRamal = $row['atendidas_ramal']; |
|
$rowAtendPA = $row['atendidas_pa']; |
|
$rowAtend30 = $row['atendidas_30']; |
|
$rowTransferidas = $row['transferidas']; |
|
$rowEspera = $row['espera']; |
|
} |
|
} |
|
|
|
foreach ($dadosField as $key => $value) { |
|
if ($key == 'data') { |
|
$linha .= sprintf("<td %s>%s</td>", $value, $row['hora_ini'] . ' às ' . $row['hora_fim']); |
|
} else { |
|
$linha .= sprintf("<td %s>%s</td>", $value, $row["$key"]); |
|
} |
|
} |
|
|
|
$ultServ = $row['serv_id']; |
|
|
|
if (count($this->GetData()[0]) == $somaReg + 1) { |
|
$linha .= sprintf("<tr><th colspan=\"2\">Total [ $ultServ ]</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th colspan=\"6\"></th></tr>", $rowFila, $rowTransbordada, $rowTransbordando, $rowAbandonadas, $rowAtendRamal, $rowAtendPA, $rowAtend30, $rowTransferidas, $rowEspera); |
|
} |
|
|
|
$somaReg ++; |
|
$linha .= "</tr>"; |
|
$dataRel[] = $linha; |
|
} |
|
|
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera, 0) : 0); |
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA, 0) : 0); |
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas, 0) : 0); |
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0; |
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0; |
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0; |
|
|
|
$linhaTotal = '<tr><th colspan="2">Média</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th> %s </th><th> %s </th><th> %s </th></tr>'; |
|
$dataRel[] = sprintf($linhaTotal, round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME, $somaPA, $somaAbandono, round($mediaNS, 2), round($mediaIAB, 2), round($mediaIA, 2)); |
|
|
|
$linhaGeral = '<tr><th colspan="2">Total</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th>%s</th><th> - </th><th> - </th><th> - </th><th> - </th><th> - </th><th> - </th></tr>'; |
|
$dataRel[] = sprintf($linhaGeral, $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, $somaOriginadasPA); |
|
/* |
|
* Fecha relatorio. |
|
*/ |
|
$dataRel[] = '</table>'; |
|
|
|
$dataRel[] = '<br><table width="100%" cellpadding="2" class="grid">'; |
|
|
|
|
|
$totalCabecalio = array( |
|
"Tempo de Espera" => 'align="center"', |
|
"TE <= 10" => 'align="center"', |
|
'10 < TE <= 20' => 'align="center"', |
|
'20 < TE <= 30' => 'align="center"', |
|
'30 < TE <= 60' => 'align="center"', |
|
'60 < TE <= 120' => 'align="center"', |
|
'120 < TE <= 180' => 'align="center"', |
|
'180 < TE <= 300' => 'align="center"', |
|
'300 < TE' => 'align="center"', |
|
'Total' => 'align="center"' |
|
); |
|
$totalField = array( |
|
'tipo' => 'align="center"', |
|
'ate_10' => 'align="center"', |
|
'ate_20' => 'align="center"', |
|
'ate_30' => 'align="center"', |
|
'ate_60' => 'align="center"', |
|
'ate_120' => 'align="center"', |
|
'ate_180' => 'align="center"', |
|
'ate_300' => 'align="center"', |
|
'ate_maior' => 'align="center"', |
|
'total' => 'align="center"' |
|
); |
|
|
|
$linhaT = "<tr>"; |
|
foreach ($totalCabecalio as $key => $value) { |
|
$linhaT .= sprintf("<th %s>%s</th>", $value, $key); |
|
} |
|
$linhaT .= "</tr>"; |
|
$dataRel[] = $linhaT; |
|
|
|
foreach ($this->GetData()[1] as $row) { |
|
|
|
$row['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior']; |
|
|
|
$linha = "<tr>"; |
|
foreach ($totalField as $key => $value) { |
|
if ($key == 'tipo') { |
|
$linha .= sprintf("<th %s>%s</th>", $value, $row['tipo']); |
|
} else { |
|
$linha .= sprintf("<td %s>%s</td>", $value, $row["$key"]); |
|
} |
|
} |
|
$linha .= "</tr>"; |
|
$dataRel[] = $linha; |
|
} |
|
|
|
$dataRel[] = '</table>'; |
|
|
|
$linha = '<br><table width="30%" cellpadding="2" class="grid">'; |
|
$linha .= "<tr><th colspan=\"2\">Legenda</th></tr>"; |
|
$linha .= "<tr>" |
|
. "<th>NS</th>" |
|
. "<td>Nível de Serviço</td>" |
|
. "<tr><th>IAB</th>" |
|
. "<td>Índice de Abandono</td></tr>" |
|
. "<tr><th>IA</th>" |
|
. "<td>Índice de Atendimento</td></tr></tr>"; |
|
$linha .= '</table>'; |
|
$dataRel[] = $linha; |
|
|
|
$this->___dataRel[] = $dataRel; |
|
} |
|
|
|
protected function ___PreparaHtml() { |
|
|
|
} |
|
|
|
protected function ___PreparaPdf() { |
|
list($this->___dac, $this->___dataIni, $this->___dataFim, $this->___tipoRelatorio) = $_SESSION["SSstorageFiltros"]; |
|
|
|
$dadosCabecalio = array( |
|
'Serviço' => 'C', |
|
"$this->___dataIni" . ' - ' . "$this->___dataFim" => 'C', |
|
'Fila' => 'C', |
|
'Trans. E.' => 'C', |
|
'Trans. S.' => 'C', |
|
'Aband.' => 'C', |
|
'Atend. Ramal' => 'C', |
|
'Atend. PA' => 'C', |
|
'Atend. 30' => 'C', |
|
'Transf.' => 'C', |
|
'Espera' => 'C', |
|
'TME' => 'C', |
|
'PA' => 'C', |
|
'Abandono' => 'C', |
|
'NS' => 'C', |
|
'IAB' => 'C', |
|
'IA' => 'C' |
|
); |
|
$dadosField = array( |
|
'serv_id' => 'C', |
|
'hora_ini' => 'C', |
|
'oferecidas' => 'C', |
|
'transbordada' => 'C', |
|
'transbordando' => 'C', |
|
'abandonadas' => 'C', |
|
'atendidas_ramal' => 'C', |
|
'atendidas_pa' => 'C', |
|
'atendidas_30' => 'C', |
|
'transferidas' => 'C', |
|
'espera' => 'C', |
|
'tme' => 'C', |
|
'tma' => 'C', |
|
'tmab' => 'C', |
|
'inb' => 'C', |
|
'iab' => 'C', |
|
'ia' => 'C' |
|
); |
|
|
|
$somaReg = 0; |
|
$somaFila = 0; |
|
$somaTransbordada = 0; |
|
$somaTransbordando = 0; |
|
$somaAbandonadas = 0; |
|
$somaAtendRamal = 0; |
|
$somaAtendPA = 0; |
|
$somaAtend30 = 0; |
|
$somaTransferidas = 0; |
|
$somaEspera = 0; |
|
$somaOriginadasPA = 0; |
|
|
|
$dados = $this->GetData()[0]; |
|
$x = 0; |
|
foreach ($dados as $row) { |
|
$somaReg ++; |
|
$somaFila += $row['oferecidas']; |
|
$somaTransbordada += $row['transbordada']; |
|
$somaTransbordando += $row['transbordando']; |
|
$somaAbandonadas += $row['abandonadas']; |
|
$somaAtendRamal += $row['atendidas_ramal']; |
|
$somaAtendPA += $row['atendidas_pa']; |
|
$somaAtend30 += $row['atendidas_30']; |
|
$somaTransferidas += $row['transferidas']; |
|
$somaEspera += $row['espera']; |
|
$somaOriginadasPA += $row['originadas_pa']; |
|
|
|
$somaTempoEspera += $row['tempo_espera']; |
|
$somaTempoAtendimento += $row['tempo_atendimento']; |
|
$somaTempoAbandono += $row['tempo_abandono']; |
|
|
|
if ($row['hora_ini']) { |
|
$dados[$x]['hora_ini'] = $row['hora_ini'] . ' às ' . $row['hora_fim']; |
|
} |
|
$x++; |
|
} |
|
$somaTME = SecondToStrTime($somaEspera ? round($somaTempoEspera / $somaEspera, 0) : 0); |
|
$somaPA = SecondToStrTime($somaTempoAtendimento ? round($somaTempoAtendimento / $somaAtendPA, 0) : 0); |
|
$somaAbandono = SecondToStrTime($somaTempoAbandono ? round($somaTempoAbandono / $somaAbandonadas, 0) : 0); |
|
$mediaNS = $somaFila > 0 ? ($somaAtend30 / $somaFila) * 100.0 : 0; |
|
$mediaIAB = $somaFila > 0 ? ($somaAbandonadas / $somaFila) * 100.0 : 0; |
|
$mediaIA = $somaFila > 0 ? (($somaFila - ($somaAbandonadas + $somaEspera)) / $somaFila) * 100.0 : 0; |
|
|
|
|
|
$widthHeader = array(15, 25, 8, 11, 11, 10, 15, 12, 12, 9, 9, 10, 10, 12, 8, 8, 8); |
|
$totaliza = array('Media', '-', round($somaFila / $somaReg), round($somaTransbordada / $somaReg), round($somaTransbordando / $somaReg), round($somaAbandonadas / $somaReg), round($somaAtendRamal / $somaReg), round($somaAtendPA / $somaReg), round($somaAtend30 / $somaReg), round($somaTransferidas / $somaReg), round($somaEspera / $somaReg), $somaTME, $somaPA, $somaAbandono, round($mediaNS, 2), round($mediaIAB, 2), round($mediaIA, 2)); |
|
$table = array($dadosCabecalio, $dadosField, $dados, $widthHeader, $totaliza, 0); |
|
|
|
$totalizaGeral = array('Total', '-', $somaFila, $somaTransbordada, $somaTransbordando, $somaAbandonadas, $somaAtendRamal, $somaAtendPA, $somaAtend30, $somaTransferidas, $somaEspera, '-', '-', '-', ' - ', ' - ', ' - '); |
|
$table1 = array('', '', '', $widthHeader, $totalizaGeral, 0); |
|
|
|
$totalCabecalio = array( |
|
"Tempo de Espera" => 'C', |
|
"TE <= 10" => 'C', |
|
'10 < TE <= 20' => 'C', |
|
'20 < TE <= 30' => 'C', |
|
'30 < TE <= 60' => 'C', |
|
'60 < TE <= 120' => 'C', |
|
'120 < TE <= 180' => 'C', |
|
'180 < TE <= 300' => 'C', |
|
'300 < TE' => 'C', |
|
'Total' => 'C' |
|
); |
|
|
|
$totalField = array( |
|
'tipo' => 'C', |
|
'ate_10' => 'C', |
|
'ate_20' => 'C', |
|
'ate_30' => 'C', |
|
'ate_60' => 'C', |
|
'ate_120' => 'C', |
|
'ate_180' => 'C', |
|
'ate_300' => 'C', |
|
'ate_maior' => 'C', |
|
'total' => 'C' |
|
); |
|
$x = 0; |
|
$dadosTotal = $this->GetData()[1]; |
|
foreach ($dadosTotal as $row) { |
|
$dadosTotal[$x]['total'] = $row['ate_10'] + $row['ate_20'] + $row['ate_30'] + $row['ate_60'] + $row['ate_120'] + $row['ate_180'] + $row['ate_300'] + $row['ate_maior']; |
|
$x++; |
|
} |
|
$totalHeader = array(30, 17, 17, 18, 17, 20, 20, 20, 17, 17); |
|
$table2 = array($totalCabecalio, $totalField, $dadosTotal, $totalHeader, 0, 1); |
|
|
|
$legendaCabecalio = array( |
|
"NS" => 'C', |
|
"IAB" => 'C', |
|
'IA' => 'C' |
|
); |
|
|
|
$legendaField = array( |
|
1 => 'C', |
|
2 => 'C', |
|
3 => 'C' |
|
); |
|
|
|
$legDadosField = array(array( |
|
1 => 'Nível de Serviço', |
|
2 => 'Índice de Abandono', |
|
3 => 'Índice de Atendimento') |
|
); |
|
|
|
$legendaHeader = array(64, 64, 65); |
|
$table3 = array($legendaCabecalio, $legendaField, $legDadosField, $legendaHeader, 0, 1); |
|
|
|
$this->___dataRel = array($table, $table1, $table2, $table3); |
|
} |
|
|
|
public function ExecutaRelatorio() { |
|
global $jsStartup, $jsJQuery, $smarty; |
|
try { |
|
/* |
|
* Formata as linha da função date |
|
*/ |
|
setlocale(LC_ALL, "pt_BR", "pt_BR.iso-8859-1", "pt_BR.utf-8", "portuguese"); |
|
/* |
|
* Use esta função para validar dados do formulário. |
|
*/ |
|
$this->___ValidaForm(); |
|
|
|
/* |
|
* Recupera os dados do banco. |
|
*/ |
|
$this->___ConteudoRelatorio(); |
|
|
|
/* |
|
* Imprime relatório de acordo com a media passada. |
|
*/ |
|
$conteudoRelatorio = $this->___ImprimeRelatorio(); |
|
} catch (Exception $exc) { |
|
$this->SetMsg($exc->getMessage()); |
|
$jsStartup[] = sprintf("alert('%s');", $this->GetMsg()); |
|
$this->___GravaLog(); |
|
} |
|
|
|
/* |
|
* Inclua os scripts necessários aqui. |
|
*/ |
|
$jsJQuery[] = "\$('#dataIni').keypress(function(){formataDataHora(this);}) "; |
|
$jsJQuery[] = "\$('#dataFim').keypress(function(){formataDataHora(this);}) "; |
|
|
|
$smarty->assign('filtros', $this->___FiltrosRelatorio()); |
|
$smarty->assign('conteudo', $conteudoRelatorio); |
|
$smarty->assign('msg', $this->GetMsg()); |
|
GetTemplate($smarty, 'relatoriosGrid.tpl'); |
|
} |
|
|
|
} |
|
|
|
$relMetricasDiariaServ = new RelMetricasDiariaServ($idProg, $dbcon, 1); |
|
$relMetricasDiariaServ->ExecutaRelatorio(); |
|
?>
|
|
|